RMA Customer Experience Manager



Customer Service
Hong Kong
Posted on Monday, January 22, 2024

The RMA Customer Experience Manager will work with the key customer account team leads to ensure customers have timely case updates. The position has to decide on fulfilment priority based on Service Level Agreements and track regional buffer stock. The manager needs to work with account leads to track the impact of open RMAs on customer datacenter capacity, so as to make allocation decisions.

What you’ll be doing:

  • Customer Satisfaction: Manage RMA cases and lead all aspects of replacement part fulfillment to clear the open RMA backlog per Service Level Agreements. Work with account teams to prioritize backlog in case of supply constraints.

  • Case Management: Attend customers meeting, provide accurate and up-to-date information on case status, track of customer feedback and develop strategies to improve the overall customer experience.

  • Metrics and Improvement: Generate case management metrics and analyze data to identify process improvement opportunities. Publish weekly status updates on open RMAs – supply commits, ready for pickup, shortage alerts.

  • Collaboration: Work closely with quality and manufacturing teams to effectively communicate RMA updates and statuses to customer account teams. Facilitate seamless information flow between teams to provide exceptional customer support.

  • Uptime and Buffer Stock: Track key customer installations uptime and work with planning team to maintain buffer stock near customer sites to proactively address potential supply shortages.

  • Supply Allocation: Collaborate with production and repair factory planners to map out supply allocations for the open RMA backlog. Optimize resource allocation for timely resolution.

What we need to see:

  • Bachelor's degree in a relevant field such as Quality Assurance, Business Administration, Engineering, Supply Chain Management, or related fields.

  • 5+ years of relevant experience

  • Strong analytical and problem-solving skills to identify improvement opportunities and drive effective solutions.

  • High proficiency in providing clear and concise graphs, metrics, and data visualizations to support decision-making and performance tracking.

  • Customer-centric approach with a focus on delivering exceptional service and maintaining positive relationships.

  • Excellent presentation skills with the ability to convey complex information in a compelling and understandable manner.

  • Proficiency in presenting data-driven insights to diverse audiences, including Directors, Managers, team members, stakeholders, and customers.

  • Excellent communication skills, both written and verbal, to facilitate effective collaboration with cross-functional teams and customers.

  • Knowledge of supply chain dynamics, inventory management, and case management applications is advantageous.